Production Support & Service Manager

Job Description This is a remote position. Production Support & Service Manager Reporting to Head of Engineering, owns the production support operating model, incident management, service levels, release-watch support, escalation governance, and overall live-service quality across pods. This role ensures Production Support is proactive, disciplined, and tightly connected to Engineering, Product, QA, and business stakeholders. Key Responsibilities Service Reliability Leadership · Define the production support operating model, incident lifecycle, severity framework, and support expectations across pods. · Establish service levels, escalation paths, release-watch routines, and communication standards for production issues. · Create visibility into live-service health, incident trends, and recurring support risks. Team & Process Leadership · Lead production support engineers, AI operations analysts, and the finance-domain support lead. · Build repeatable support routines, runbook discipline, and issue triage practices that scale across products and workflows. · Partner with Product, Engineering, and QA to improve supportability and reduce recurring production issues. Incident & Stakeholder Management · Own incident governance for material issues, including severity calls, stakeholder updates, escalation management, and stabilization plans. · Ensure business and technical stakeholders have clear visibility into impact, next steps, and resolution progress. · Drive post-incident review practices that improve resilience and reduce repeat failures. Finance & AI Production Readiness · Ensure finance-sensitive workflows receive the right level of production support, issue classification, and escalation handling. · Oversee support patterns for AI-enabled workflows, including degraded outputs, fallback scenarios, trust issues, and human-review triggers. · Work with business and technical teams to distinguish software defects from data, process, training, or model-behavior issues. Requirements Required Qualifications ​ · 8+ years of production support, application support, service reliability, or engineering operations experience, including team leadership. · Strong knowledge of incident management, service operations, support processes, release support, and escalation discipline. · Experience working closely with engineering and product teams in modern software delivery environments. · Ability to communicate clearly with both technical and business stakeholders during high-pressure situations. · Comfort operating in finance-sensitive, workflow-heavy, or business-critical application environments. · Bachelor's degree preferred. You Are · Structured, pragmatic, and highly credible. · Calm under pressure and comfortable making judgment calls with incomplete information. · A builder of reliable operating processes, not just a responder to tickets. · Focused on trust, transparency, and service quality. Benefits Salary plus performance-based bonus. Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.